Christian Coenen

Christian Coenen
Zurich University of Applied Sciences | ZHAW · Institute of Facility Management (IFM)

About

42
Publications
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438
Citations

Publications

Publications (42)
Article
Full-text available
Purpose – The purpose of this study is to examine the relation between relationship value and relationship quality in the business relationship between customers and facility management (FM) suppliers. To investigate the relationship value in outsourced FM services, the customer’s perspective is used to identify the dimensions and drivers of relati...
Conference Paper
Full-text available
Purpose: The purpose of this paper is to answer the question of whether Facility Management (FM) is solely a cost factor or whether it has the potential to be a value driver in the core business; in other words, whether a company that invests less than one Euro into Facility Management services can increase its productivity by more than one Euro. I...
Article
Full-text available
This paper aims to summarize recent research findings and reflections on The Added Value of Facilities Management (FM) and to outline perspectives for future research and development of the added value of FM. The article is based on reflections on contributions to the recently published book “The Added Value of Facilities Management” and related fu...
Article
Full-text available
Purpose – The purpose of this article is to provide a service-oriented understanding of the field of facility management (FM) and describe the role that services management plays in successful FM. Even though the definitions for FM by European Committee for Standardisation include the term “service” several times, there remains a need for an establ...
Article
Better understanding the mechanisms that influence customer intentions to spread positive word-of-mouth (WOM) is crucial to both marketing scholars and managers. This multimethod research contributes to marketing knowledge by revealing how a firm’s customer-perceived competitive advantage (CPCA) influences positive WOM intentions. Analyses of (1) c...
Article
Full-text available
Background and Purpose: In other fields of research, meta-literature reviews are a common way of obtaining an overview of the covered content and key subjects of the discipline. In FM however, there are only a very few approaches for gaining an insight about key developments of the field. The purpose of this paper is to provide a comprehensive over...
Article
Full-text available
Purpose: The purpose of this paper is to identify FM client value perceptions as well as the key drivers of this B2B relationship. Design/methodology/approach: A literature search on relationship lifecycle and customer value is used to design semi-structured, in-depth group interviews with three large client organizations and their respective FM su...
Article
Purpose – This paper aims to review FM research in Switzerland with a focus on recent research projects at the Institute of Facility Management of the Zurich University of Applied Sciences. Design/methodology/approach – The paper provides a summary and review of research projects. Findings – FM research in Switzerland has grown in the past few year...
Article
Full-text available
Purpose ‐ This paper aims to introduce and describe the concept of the facility management (FM) value network which takes a subjective perspective and reflects upon the relationships amongst key FM stakeholders. The FM value network focuses on demand by considering client, customer and end-user perceptions of value, providing a conceptual foundatio...
Article
Full-text available
Purpose ‐ In the past, FM performance was mostly monitored by technical and cost-related KPIs, whereas the measurement of perceived internal service quality was widely neglected. Thus, the purpose of this paper is two-fold: first, to develop an adequate model to capture the relationships between internal service quality, internal customer satisfact...
Conference Paper
Full-text available
The purpose of this paper is to present lessons learnt from a 3 year collaborative research project on the added value of Facilities Management (FM) involving institutions in five European countries. The starting point was the so-called FM Value Map developed earlier by the leader of the research group. The project applied three basic theoretical p...
Article
Full-text available
Purpose – Facility management (FM) is a relationship-management discipline. The present study focuses on business-to-business (B2B) buyer-supplier relationships between FM customers and external suppliers. The research adopts the buyer's perspective in order to identify the dimensions of relationship value. The objective is to conceptualize a relat...
Article
Full-text available
Purpose – This article aims to present and compare research perspectives and theoretical reflections from a variety of academic fields on the concept of added value of facilities management. Design/methodology/approach – The starting point is the so‐called FM Value Map, which was presented in a recent article in Facilities by Per Anker Jensen in 2...
Book
Full-text available
During the last decades the perception and application of Facilities Management (FM) has gradually shifted from primarily steering on cost reduction towards managing of facilities as a strategic resource to add value to the organisation and its stakeholders and to contribute to its overall performance. This book shows why and how this shift occurre...
Chapter
Full-text available
Purpose: This chapter aims to introduce FM Blueprinting, a method to visualise the significant value FM contributes to primary processes and to optimise the management of customer-perceived value. Methodology: Based on a substantiated overview of FM value and FM process management issues, certain challenges and requirements of value visualisation i...
Chapter
Full-text available
Purpose: This chapter presents research perspectives and theoretical reflections on the concept of added value of FM from a variety of academic fields. Methodology: A literature review of the most influential journals within the academic fields of Facilities Management (FM), Corporate Real Estate Management (CREM) and Business to Business Marketing...
Article
Full-text available
Purpose – The purpose of this paper is to investigate the specifics of facilities management (FM) process modelling and the application of the service blueprinting technique within the field of FM. The paper aims to develop a visualisation method for optimised management of process interfaces to better integrate core and support processes and incre...
Article
Full-text available
Zusammenfassung Die vielfach geforderte Dienstleistungsorientierung lässt sich nicht an Dienstleister im Kundenkontakt delegieren. Zur Schaffung einer ganzheitlichen Service Centricity im Unternehmen bedarf es daher eines hierarchieübergreifenden Handlungsansatzes. Denn erst wenn alle involvierten Unternehmensebenen — Dienstleister, Vorgesetzte und...
Chapter
Dienstleistungen sind – im eigentlichen Wortsinn – oft Leistungen, die aus der Tätigkeit des „Dienens“ bestehen. Hierbei unterstützt der Mitarbeiter als „Dienstleistender“ den Kunden bei bestimmten Tätigkeiten oder Transaktionen. Auf der persönlichen Ebene zwischen Dienstleister und Bedientem generieren diese unterstützenden Tätigkeiten für den Bed...
Article
Full-text available
Purpose – The purpose of this paper is to develop an empirically tested framework for public awareness and reputation of facilities management (FM) as a business sector. Design/methodology/approach – A national survey of representative sections of the population was designed and carried out to determine the level of public awareness and the reputat...
Conference Paper
Full-text available
Purpose: This paper aims to present and compare research perspectives and theoretical reflections from a variety of academic fields on the concept of Added Value of Facilities Management (FM). Theory: The starting point is the so-called FM Value Map, which was presented in a paper by Jensen (2009) at the research symposium at EFMC 2009 in Amsterda...
Chapter
Full-text available
Die Orientierung am Kunden und seinen individuellen Nutzenkategorien stellt eine grundlegende Maxime des Marketing - und somit des gesamten Unternehmens - dar (Levitt 1960; 1983). Diese Thematik ist nicht neu und wird bereits seit Jahrzehnten in Forschung und Unternehmenspraxis proklamiert.
Article
Full-text available
Purpose – The purpose of this paper is to create a deeper understanding of the importance of monitoring key aspects of facility management (FM), right from the planning stage of a building's lifecycle. Design/methodology/approach – This paper is based on literature review and qualitative research. Empirical interviews were conducted with various ex...
Chapter
Über die grundsätzliche Bedeutung der Kundenzufriedenheit für die Erreichung der ökonomischen Unternehmensziele besteht in unternehmerischer Praxis und Wissenschaft ein weitgehender Konsens. Viele Unternehmen haben seit Jahren aus dieser Einsicht Konsequenzen gezogen und führen regelmäßig Kundenzufriedenheitsbefragungen durch. Auf wissenschaftliche...
Chapter
Der einzelne Mitarbeiter und sein individuelles Verhalten rücken auf der Suche nach einer unternehmensseitigen Service Excellence immer weiter in den Fokus der praktischen wie auch wissenschaftlichen Betrachtung. Dies gilt insbesondere für Dienstleistungsunternehmen, die keine Produkte herstellen, die der Kunde begutachten und testen kann. Dienstle...
Chapter
Das Streben nach Excellence ist in Deutschland nicht nur wieder salonfähig, sondern in vielen gesellschaftlichen Bereichen das Leitmotiv schlechthin geworden. Selbst in der Hochschullandschaft hat der Excellence-Gedanke mittlerweile eine breite Zustimmung gefunden. Excellence-Initiativen, wie sie nunmehr in der akademischen Landschaft Einzug halten...
Book
Steigende Ansprüche und Wünsche der Kunden sowie ein intensiver Wettbewerb im Dienstleistungssektor sind Gründe für permanent wachsende Anforderungen an ein professionelles Dienstleistungsmanagement der Unternehmen. Dabei reicht es häufig nicht mehr aus, lediglich gute Leistungen zu erbringen, sondern Dienstleister müssen nach exzellenten Lösungen...
Article
Kundenzufriedenheitsbefragungen gehören in zahlreichen Unternehmen seit Jahren standardgemäß zur Unternehmenspraxis. Doch darüber, wie Zufriedenheitsinformationen gewonnen und vor allem genutzt werden, weiß man bisher wenig. Eine empirische Studie schafft nun Klarheit und zeigt Verbesserungsmöglichkeiten für Unternehmen auf.
Article
Über die grundsätzliche Bedeutung der Kundenzufriedenheit für die Erreichung der ökonomischen Unternehmensziele besteht in unternehmerischer Praxis und Wissenschaft ein weitgehender Konsens. Viele Unternehmen haben seit Jahren aus dieser Einsicht Konsequenzen gezogen und führen regelmäßig Kundenzufriedenheitsbefragungen durch. Auf wissenschaftliche...
Chapter
Das allgemein vorgebrachte Klischee von der „Servicewüste Deutschland“, was sich meist auf mangelhaftes Personalverhalten im Kundenkontakt bezieht, wird durch empirische Untersuchungen immer wieder bestätigt. So sind 72% der deutschen Kunden aufgrund von unfreundlichem Personal und mangelnder Hilfsbereitschaft unzufrieden mit der Dienstleistung (o....

Projects

Projects (2)
Archived project
Project
To explore which values are included in strategic and daily FM and CREM, which ones are prioritised, why and by whom, how adding value is managed and how added values are measured.